Engage

Event

Success delivered

“Working with Sabio we've been able to identify, deploy and reap the benefits from today's best practice contact centre technologies

Partnering with Sabio has helped us to get the most out of our Avaya platform investment”

- Barry Ibbetson, Corporate Head of Contact Centre, Leeds City Council

“Having used Sabio Support for over six years now, it's re-assuring to work with a company that not only delivers on its support commitments, but also actively seeks out new ways to help us add value to our technology solutions”

09:30 The Secrets of Award Winning Customer Service Centres - Stuart Dorman, Judge of the European Call Centre and Customer Service Awards.

Fresh from judging this year's European Customer Service and Contact Centre Awards, Stuart Dorman will share some cutting edge ideas that are helping organisations across the globe to win awards and deliver exceptional customer service.

Hear how Lebara developed and deployed an integrated technology and people-led customer contact strategy, securing record NPS scores for the sector, as well as a proven agent retention process. Subsequently, Lebara, the mobile telephony specialist, secured the Large Contact Centre of the Year accolade at the European Call Centre and Customer Service Awards.

Michael will demonstrate the value of effective workforce optimisation and how this can increase the performance of your Customer Service Centre. During this session we will look at best practice operational process, provide a demonstration on the use of market leading WFO solutions and offer guidance and examples of how to build a business case.

12.30 Lunch and networking

13:15 Better use of technology - Stuart Dorman, Judge of the European Call Centre and Customer Service Awards.

Are you fully exploiting the capabilities of your existing technology? Not many contact centres are! Sabio's consultancy team will share some common pitfalls as well as exploring ideas on how to get more from your technology investments!

Dave will outline how DHL – the world's leading logistics organisation – has successfully deployed an award-winning global customer service centre that delivers significant operational efficiencies and customer service performance improvements across the region.